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General information

ScenarioSOLMAN
Implementing class/INT4/IFTT_CM_SOLMAN
XSLT1RequestGuid.xslt Incident Guid request
XSLT2RequestSystemGuid.xsltSystem Guid Request
XSLT3ProcessIncident.xsltRequest creating incident
XSLT4ReadCompleteIncident.xsltRequest reading incident status
XSLT5CloseIncident.xsltRequest closing incident
XSLT6AddInfo.xsltRequest adding infos (texts and urls) to incident

ICT_SERVICE_DESK_API Configuration

In order to To enable integration between IFTT and SolMan, you need to activate ICTactivate ICT_SERVICE_DESK_API.

All necessary steps are described in links:

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  1. Create the technical user that will be used to call the web service and assign the following roles:
    1. SAP_CM_MANAGED_ADMIN
    2. SAP_SMWORK_CHANGE_MAN
    3. SAP_SMWORK_INCIDENT_MAN
    4. SAP_SMWORK_SM_ADMIN
    5. SAP_SUPPDESK_CREATE
    6. SAP_SM_CRM_UIU_SOLMANPRO
    7. SAP_SM_CRM_UIU_SOLMANPRO_CREA
    8. SAP_SM_CRM_UIU_SOLMANREQU
  2. Activate service ICT_SERVICE_DESK_API in the transaction SICF
  3. Configure the service provider for the service ICT_SERVICE_DESK_API in SOAMANAGER
  4. Configure Service Consumer. If the application has the SOAP API, provide the WSDL

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Add a new entry in table ICT_SYSCONF via tcode ICTCONF:

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  • Logical port - port you defined in step 4 of activating ICT_SERVICE_DESK_API
  • Name - type any name you like

Next The next step is to define value mapping:

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External Service Desk ID is the GUID you provided in from ICT_SYSCONF.


XSLT Configuration

In order to To send correct valid requests to SolMan ICT_SERVICEDESK_API, you need to configure XSLTs in transaction /INT4/IFTT_IMG → IMG → Run Configuration wizard → wizard → Maintain Change Management Integration. Add a new record:

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You need to upload proper XSLTs to matching fields.

The great advantage is that the user is enabled to modify information passed to SolMan by modifying changing XSLTs.

XSLT1RequestGuid.xslt No configuration
XSLT2RequestSystemGuid.xsltNo configuration
XSLT3ProcessIncident.xslt
  1. Insert generated Guid from  ICT_SYSCONF into <RequesterGuid> field
  2. Insert number of reporter in SolMan into <ReporterId> 
  3. Insert short description into <ShortDescription> (max 40. signs) - you can use function 'substring', ex. substring(TEST_RESULTS/_-INT4_-IFTT_ST_TC_RES[1]/DESCR,1,40)
  4. Insert incident priority in <Priority>
  5. Inser language in <Language>
  6. Insert requested begin and end of incident  in <RequestedBegin> and <RequestedEnd> in format YYYYMMDD
  7. Inser value into <IctId>
  8. Insert <PersonId> from <ReporterId>
  9. <PersonIdExt> may remain 'dumy'
  10. Insert <FirstName> and <LastName>
  11. Insert <Email> of IctPerson. It is very important essential that <IctPersons> exists in the query. Otherwise, otherwise webservice throws an error
  12. Insert 'SU99' into <TestType>
  13. Under <Texts> → <item> insert any description you want. You can use fields provided in structure /int4/iftt_st_tc_res.

Remember, that <IctPerson> has to exists and all fields <PersonId> and <Langauage> have to contain the same values.

XSLT4ReadCompleteIncident.xsltNECESSARY: Insert  generated Guid from  ICT_SYSCONF into <SystemGuid> field
XSLT5CloseIncident.xslt

NECESSARY: Insert generated Guid from  ICT_SYSCONF into <RequesterGuid> field

Regarding the rest of the fields - refer to the XSLT3 description

XSLT6AddInfo.xslt

NECESSARY: Insert generated Guid from  ICT_SYSCONF into <RequesterGuid> field

Regarding the rest of the fields - refer to the XSLT3 description


Usage

When you go to SolMan to the specific incident:

  • In Description you will see what was typed in <ShortDescription> in ProcessIncident.xslt.
  • Reported by is assigned to <PersonId> in ProcessIncident.xslt
  • Priority is <Priority> in ProcessIncident.xslt

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  • SOL_EXT_SERV is a technical user defined earlier
  • 0000000141 is <PersonId> from the request

In the Attachments section, you will see URLs linked to test case report in IFTT:

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